Discrepancy in NA vs. EU Data for /api/v2/analytics/conversations/aggregates/query

Hello,

I'm using the following API to retrieve both EU and North America (NA) data: https://api.mypurecloud.ie/api/v2/analytics/conversations/aggregates/query. While the metrics calculations for the EU region are correct, the calculations for NA data are incorrect.

Here is the payload I am using:
{
"interval": "2024-08-07T00:00:00.000Z/2024-08-08T00:00:00.000Z",
"granularity": "P1D",
"groupBy": ["queueId"],
"metrics": [
"tAnswered", "tAbandon", "tHandle", "tWait", "nOffered",
"tAcw", "tTalk", "tFlowOut", "nOverSla", "tShortAbandon",
"oServiceLevel", "oServiceTarget", "tHeld", "nTransferred",
"nConnected", "nOutboundAbandoned"
],
"filter": {
"type": "or",
"predicates": [
{
"dimension": "mediaType",
"value": "voice"
}
]
}
}
Could you help with the following:

  1. Why am I seeing correct results for EU but incorrect results for NA?
  2. How can I resolve this issue?
  3. Are there any known limitations when querying both EU and NA data in the same request?

Hello, if you believe the API is returning incorrect data, please open a case with Genesys Cloud Care to investigate. We do not have access to your customer data via the forum.

Thanks for you reply But Do you think this issue could be related to time zones? I’m retrieving both EU and NA data using the /api/v2/analytics/conversations/aggregates/query API, but the metrics calculations are only correct for EU. For NA, they don't match.

Specifically, I am calculating metrics like nOffered, and I have an Excel file downloaded from the Genesys platform that shows correct results for EU but not for NA. Since I’m retrieving both regions' data through a single API request, I expect the calculations to be consistent across regions.

Could you please suggest why this discrepancy might be happening?

I do not have access to your data to investigate if, or why, data returned from the API is incorrect. You must open a case with Care to investigate this.

Thank you so much .

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